Globe’s Holy Week Data Alignment Disaster

Globes happiness guarantee

It’s a mystery to me. Seems like every time we go somewhere and return, my Globe internet doesn’t work. We recently spent a couple of days in Bacolod City. Consequently, I didn’t log onto my computer during that time. Now, thanks to “Globe’s Holy Week Data Alignment Disaster,” I still didn’t have access to the World Wide Web more than a day after reporting I had trouble.

New Automated Assistant

First of all, I didn’t expect a computerized voice to address me by name when I called Globe Customer Service. The soothing mechanical female voice, without a hint of any Filipina accent, asked if my concern was regarding number 917-xxx-xxxx, the phone I was using.

(One Globe agent did confirm that the new female voice is not a Filipina.)

Nope, I was calling about number 917-xxx-xxx2. We have two accounts with Globe. My asawa has unlimited calls to other Globe numbers. Her plan also has unlimited texts to other networks.

Since I was calling with the Samsung Galaxy J4 my wife has, I had to pick option two on the menu and enter my mobile number for my data plan.

The automated voice then advised me that a verification code would be sent.

“Just type it here so we can get started,” the relaxing voice instructed me.

I never received a code. A few minutes later, the voice came back on stating that no code was entered in the allowed time.

Fantastic! I waited for the voice goddess to cut me off.  I would have to start the process all over again!  However, by some miracle, I was able to pick a menu option where I could actually speak to a live representative.

After a 15-minute wait, I finally reached a Globe employee. I explained to the rep that I couldn’t access the internet. She checked my usage and noted I still had 14 GB of data left on my plan for the month.

“Did you ask to have your data put on hold?” the agent asked.

“Of course, not’’ I replied, “why would I do that?”

“We’ll have to do a data alignment, sir,” the rep replied, “I will refer this to my admin department and they will be in touch with you within 24 hours.”

A couple of times during the afternoon I had internet access for only about 15 minutes at a time. Finally, around 3:30 pm I surrendered. Still no access to the web. I would call it a day and try again in the morning.

Globe Agent Didn’t Open Case

The PLAN from Globe

screen grab from Globe website

Around seven am the next morning, Tuesday, I turned on my computer. Still no internet. I called Globe customer service and went through the whole routine with the automated voice again.

Finally, after a 20-minute wait, I reached a live body. This particular agent repeated the “data alignment” mantra. However, this time she put me in touch with a supervisor.

The supervisor admitted to me that the Globe rep I had spoken to the day before had never opened a case. No action was taken on my problem. I wasn’t pleased with that information but at least the supervisor was honest with me.

The man informed me that he would have his support team do the data alignment and escalate my case. That was around 7:30 am. Unfortunately, as he was asking me another question we were cut off.

90-Minute Wait for Globe Supervisor

I called Customer Service back. After reaching another Globe agent, I asked to be reconnected to the supervisor that was helping me before. I explained that we had been disconnected.

After a few minutes, the rep came back and informed me that her supervisor was on another call.

“Why can’t I speak to the supervisor who was helping me before?” I inquired.

“Sir, because, he is not my supervisor,” came the reply.

So for almost 90 minutes I waited to speak with the representative’s supervisor. However, no one ever came back on line to give me status. The rep never apologized for the long wait. Finally, after almost 90 minutes I gave up. It was lunchtime now.

Survey Says

Meanwhile, as I was eating some steamed fish and rice my wife had prepared for lunch, several text messages came across on my asawa’s phone. All from Globe. Here’s the text messages along with my replies.

“Based on your most recent interaction with us, how likely are you to recommend Globe to friends or family from 10 (extremely likely) to 0 (not at all likely?)”

“0” came my reply. Not at all likely.

“Could you please tell us the reasons for your rating?”

“Kept on hold for over 90 minutes. My case was not opened yesterday am by the Globe rep I spoke to initially. This was according to a supervisor I spoke to today.”

“Please rate your experience with Mary Joy who handled your recent transaction, from 10 (excellent) to 0 (very poor.)”

“0”

“Do you feel that your inquiry or issue was resolved during your call? Please respond with YES or NO.”

“NO” (My internet still wasn’t working.)

“To what extent do you agree that Globe makes you feel as a valued customer, from 10 (very much agree) to 0 (very much disagree)?”

“0”

Are you beginning to see a pattern here?

Globe’s Holy Week Data Alignment Disaster

Sometime between 2:30 and 5:00 pm on Tuesday my internet service was finally restored. However, the “data alignment” question nagged at me. So I called Globe back. What was this “data alignment?”

Thankfully, I reached a Globe representative, Rose, who was extremely helpful. Rose informed me that maintenance was being done on Holy Week for data connections.

There had many complaints of slow connections or no internet service at all.  Data connections were being refreshed and a data maintenance migration was ongoing.

My system was supposedly upgraded.

Globe’s Holy Week Data Alignment Disaster Continues

I spoke too soon. My internet was down…again. While I was able to log onto to the World Wide Web the next day, last Wednesday, the system only managed to stay up for about 15 minutes.

Called Globe again Wednesday morning. They informed me that they still have ongoing maintenance issues and had NO IDEA WHEN THEY WOULD BE FIXED.

Called back Wednesday afternoon to no avail. No service all day.

Thursday. No service.

I went four straight days without internet service last week, Monday through Thursday. Amazingly, after speaking to another representative late Thursday, I had service on Good Friday and Saturday!

Easter Sunday. Internet for three hours and then it quit. No internet on Monday. Frustration with Globe is mounting.

Up next:

Internet is finally working (Tuesday afternoon, the 22nd) but no thanks to Globe. My computer expert Panoy reveals the answer in my next post.

Author: The Kano

POST AUTHOR: "THE KANO" aka "THE CRUSTY OLD EXPAT." Dave DeWall, "The Kano", is the Publisher & Editor-in-Chief of "Philippines Plus" in publication since August 2009. He is also the CEO of Lizard Poop Productions and author of the best-selling guide book "The Philippines Expat Advisor." Dave moved to the Philippines in July 2009 from Central Illinois with his lovely wife of over 19 years, "The Sainted Patient Wife." The couple reside in a rural province in Western Visayas, Guimaras. The small island province is said to have the sweetest mangoes in the world. They do not have any children but are the proud owners of eight active canines, including a Belgian Shepherd called "Killer" "Killer" has bitten five people in the last two years along with one goat and a carabao. "Killer" doesn't like strangers. Or goats. Or carabaos.